Integrating with Other Help Desk Products › How to Configure Other Help Desk Product Integrations › Program the UniversalHelpDesk.jar File › String[] HDCreateTicket Routine

String[] HDCreateTicket Routine

This routine creates the help desk ticket when a CA SOI user manually generates an alert ticket or when a create ticket escalation policy action runs.

Code this routine as follows:

String[] HDCreateTicket(Map<HDTicketProperties, String> properties)

Return Values:

String[5]

Contains the ticket information in a string array.

String[0]

Contains the ticket handle (if applicable).

String[1]

Contains the ticket number.

String[2]

Contains the ticket type (Request (R), Problem (P), Incident (I)).

String[3]

Contains the URL used to start directly to the ticket.

String[4]

Contains the error text explaining the failure if the ticket number is empty.

The properties parameter lists the name value pairs representing fields and properties CA SOI uses to populate the help desk ticket. The list contains properties from the following areas:

• CA SOI exposed runtime parameters (such as $ASSIGNED)
• Attributes the administrator assigns in the CA SOI Action Editor dialog.

HDTicketProperties is defined as the following Java enum:

public static enum HDTicketProperties
{
       // Common Help Desk properties 
       NUM_OF_PROPS, // Number of properties in the collection
       TICKET_TYPE,  // Type of ticket: Request, Incident, Problem etc.
       ASSIGNEE,     // To whom the ticket is assigned
       DESCRIPTION,  // Ticket description
       GROUP,        // Group that the ticket belongs to
       IMPACT,       // Impact of alert on asset
       PRIORITY,     // Priority of alert
       SEVERITY,     // Severity of alert
       SUMMARY,      // Ticket summary
       URGENCY,      // Urgency of the alert
       
       // SSA 2.0 exposed properties
       ACKNOWLEDGED,      // True if the SSA Alert has been acknowledged
       ALARM_ID,          // SSA alert identifier
       CONNECTOR_NAME,    // Name of the connector from which the SSA alert 
                             originated 
       CREATION_DATE,     // Creation date of the SSA alert (in XML Schema 
                             format) e.g. 2009-08-10T12:00:00-05:00
       DETAIL,            // Detail from the SSA alert
       EVENT_OCCURRED,    // Date (in XML Schema format) of the event occurrence
       EVENT_SOURCE,      // Source of the event (Domain manager name)
       IP_ADDRESS,        // IP Address of the affected CI
       MODEL_NAME,        // Name of CI/Service in SSA
       MODEL_CLASS,       // Class of CI/Service in SSA
       MODEL_DESCRIPTION, // Description associated with SSA CI/Service
       MODEL_FAMILY,      // Family of SSA CI/Service
       ROOT_CAUSE,        // SSA Alert which has the greatest impact on the SSA 
                             CI/Service
       VENDOR_NAME,       // Name of vendor of CI (if any)
}